Jet2.com And Jet2holidays Fly The Flag for customer satisfaction

Published on : Wednesday, January 25, 2017

A major study has recognised Jet2.com and Jet2holidays as one of the best businesses in the UK for customer satisfaction.

The benchmark UK Customer Satisfaction Index, which is produced annually by the Institute of Customer Service, has named Jet2.com and Jet2holidays 20th out of almost 250 companies – making the company the highest ranked airline and holiday company for customer service.

No other airline makes the top 50, and only one other tour operator is ranked in the top 50, coming 47th.

Jet2.com and Jet2holidays is given a customer satisfaction score of 83%, which represents the percentage of customers who said everything was right first time with their most recent contact with the business. The average across all UK organisations is 77.8% with transport companies averaging 74.7% and the tourism industry averaging 80.2%.

Jet2.com and Jet2holidays’ score is an improvement of 2.8% on last year, meaning the leading leisure airline and package holiday specialist has jumped a remarkable 41 places in one year. It also makes the company one of the most improved performers in the study, and one of just 14 organisations in the top 50 to have increased its score by at least two percentage points.

As well as standing out for getting it right for customers first time, Jet2.comandJet2holidays is also praised for having a low ‘customer effort’ score, the measure of how much effort customers need to expend in dealing with organisations. This comes on the back of the company investing heavily in customer service and on delivering its family friendly formula over the past year, including:

Improving and growing its UK based call centre, which has industry-leading response times.

Doubling the number of overseas representatives to over 500.

Implementing a free 24/7 emergency helpline 365 days a year.

Offering free Resort Flight Check In at selected hotels meaning customers can drop their bags off at the hotel on the last day of their holiday before going to the airport.

Hiring more customer helpers & check-in staff at airports

Investing significantly in its website and trade team meaning that it offers easy, fast to book flights and holidays.

Removing card fees for all bookings paid for with a credit card, debit card or AMEX.

This formula has resulted in a number of accolades and award wins in recent months, including being voted the UK’s Top Airline by users of TripAdvisor, Skytrax and Which?, with Jet2.com the only UK airline to be given prestigious ‘Recommended Provider’ status by Which?

Steve Heapy, CEO of Jet2.comandJet2holidays said: “Our total and unrelenting focus is on giving our customers the best experience possible, so we are absolutely delighted to be recognised by this major study for having such standout customer satisfaction. We invest heavily in customer service, so it is no coincidence that we continue to bring in new customers and retain existing customers, whilst winning multiple awards at the same time. Of course, all of this cannot be done without the commitment and dedication of everyone at Jet2.com and Jet2holidays as it takes a great team to deliver great customer service.”

The UK Customer Satisfaction Index (UKCSI) is a national barometer of customer satisfaction, which has been run by the Institute of Customer Service since 2008 and is based on the responses of over 10,000 customers. It covers over 30 metrics of customer experience, including staff professionalism, quality and efficiency, ease of doing business, problem solving, complaint handling and attitudes towards trust and reputation. The measures in the UKCSI reflect the priorities customers have identified as the most important attributes of customer experience, and also include measures of customer effort and Net Promoter Score (NPS).